I'm sorry to hear you are having issues. Are you uploading the unzipped theme folder via FTP to your wp-content/themes directory, or the theme .zip folder via the upload option. If you are having issues with one, I recommend trying the other. There are instructions in the provided documentation for both methods - see Downloading, Extracting and Included Resources.

From there, you might check out this article on Troubleshooting Steps in case it helps. I have no other reports of this, and have no control over your environment, so beyond re-downloading and following the instructions provided in the documentation, there is not much I can do other than offer some general advice.

I was able to install all of the plugins and content but the site set up looks nothing like the demo and I really want it to be set up exactly the same. I don't have the time to fiddle around with the settings to figure out exactly how the menus were organized and set. What would the cost be to set up the theme exactly as the demo?

The documentation should walk you through each step. You could probably skip the detailed steps for setting up each mega-menu panel in Section 2 Part 4, but the high level stuff if Section 2 of the documentation can be done to get you 90% of the way there. For example, the big ones are importing the demo-content.xml, and theme-options.txt. If you want the specific modules that you find in the tophat dropdown, footer, and sidebars, then import the Widgets.wie file. And if you want the same responsive menu styles, then import the responsive-menu.json file. Doing each of these should not take long, and will give you a good starting place.

From there Section 2- Part 2 and 3 of the documentation cover some basic configurations like assigning the home page and menus, using the content you just imported.

Let me know if that helps. I don't generally setup themes, but if you are stuck on one of the steps, please let me know.